Reviews of Barceló Maya Palace - All Inclusive 5 stars
Carretera Chetumal Puerto Juarez Km. 266, 77750 Xpu Ha, Mexico
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Reviewed: 12 August 2025 · Stayed in August 2025
Verified reviewBuffet staff very friendly
From desk service needs a lot of training
Dear Sir, We appreciate the time you have taken to provide us with your opinion of your stay. We sincerely regret that your experience fell short in some areas. Our reception team strives to maintain the highest standards of service, and your feedback helps us enhance our performance. Rest assured that your comments about service quality and maintenance will be addressed with the relevant departments. Nonetheless, we appreciate your kind words about our buffet personnel. Our team members take pride in creating welcoming experiences for our guests. We look forward to welcoming you again. Best regards, The Management
Dear Sir, We appreciate the time you have taken to provide us with your opinion of your stay. We sincerely regret that your experience fell short in some areas. Our reception team strives to maintain the highest standards of service, and… Show more
Reviewed: 4 August 2025 · Stayed in July 2025
Verified reviewWith Premium level we had access to all of the Barcelo properties except the all adult one. This was really nice. The gym at the Colonial and the hydrotherapy were probably the highlight of my trip. The gym was so spacious and state of the art. Very beautiful inside. My son enjoyed the casino on the property as well. I didn't realize there were so many cenotes nearby. Had someone told me at the counter I would've taken the opportunity to explore. But that is available for anyone interested. Courtyards and the rest of the property was beautiful and there were activities for everyone to enjoy.
The food wasn't very good. Half the time we ordered room service we didn't eat food. Felt really bad about the food waste but really couldn't eat the food. Even the buffets were mediocre. One thing to note about the restaurants and reservations is you need to book in advance when checking in and there are very limited reservations available. So even though at premium level we should have had access to one specialty restaurant per night bc there was no availability we could not book them. There was a cancellation that came up so we were able to get a late reservation in at the French Restaurant. The food was much better there but still not the BEST. Also as premium members we were supposed to have access to hydrotherapy every day we were there. But same as the restaurants, they got booked up before we arrived. So that was a real bummer. Note that the hydrotherapy was such a great and relaxing experience~
Dear Madam, We thank you for taking the time to provide us with your feedback. We sincerely regret that some aspects of your stay did not meet your expectations. Our culinary team strives to maintain exceptional standards across all dining venues, and we apologize that your dining experiences fell short of these standards. Regarding restaurant reservations, our team is always available to assist guests in securing their preferred dining times. On a brighter note, we are delighted that you enjoyed our extensive Premium Level benefits. Your appreciation of our state-of-the-art fitness center and rejuvenating hydrotherapy services truly warms our hearts. The entertainment options, including our casino facilities, combined with our meticulously maintained grounds, seem to have enhanced your stay. We take pride in offering diverse activities that cater to all our guests' interests. We do hope to welcome you back in the future. Best wishes, The Management
Dear Madam, We thank you for taking the time to provide us with your feedback. We sincerely regret that some aspects of your stay did not meet your expectations. Our culinary team strives to maintain exceptional standards across all dini… Show more
Reviewed: 19 July 2025 · Stayed in June 2025
Verified reviewIf was beautiful and clean
Dear Guest, Thank you for sharing your wonderful feedback about your stay at Barceló Maya Palace. We are delighted that you had such a magnificent experience at our resort. Your appreciation for our immaculate premises, exceptional service standards and prime beachfront setting brings us great joy. The comfort of our accommodations, coupled with our dedicated team's attentiveness, truly reflects our commitment to delivering memorable stays. We take pride in offering outstanding value through our extensive all-inclusive amenities and maintaining the highest standards of cleanliness throughout the property. We look forward to welcoming you back for another perfect stay. Best wishes, The Management
Dear Guest, Thank you for sharing your wonderful feedback about your stay at Barceló Maya Palace. We are delighted that you had such a magnificent experience at our resort. Your appreciation for our immaculate premises, exceptional ser… Show more
Reviewed: 23 June 2025 · Stayed in June 2025
Verified reviewReviewed: 16 June 2025 · Stayed in June 2025
Verified reviewIt is very slow and a map with the location of the rooms would be helpful. Although the guest facilities lady was very helpful, it is ridiculous only having one person there. The queues and wait times to book meals was horrific.
As above.
Dear Madam, Thank you for taking the time to share your detailed feedback about your wedding celebration at Barceló Maya Palace. We are delighted that you chose our resort for your special day. Our dedicated team members consistently strive to create memorable experiences, and we're pleased that our guest facilities representative provided excellent assistance during your stay. The pristine accommodations and thoughtful amenities contributed to making your celebration extraordinary. However, we sincerely apologize for any inconvenience you experienced with the waiting period. Our team is always available to assist guests with their dining reservations to ensure a seamless experience. Finally, we're grateful that you appreciated our breathtaking beachfront location, which provided the perfect backdrop for your wedding celebration. We hope to welcome you back for your anniversary celebration. Best wishes, The Management
Dear Madam, Thank you for taking the time to share your detailed feedback about your wedding celebration at Barceló Maya Palace. We are delighted that you chose our resort for your special day. Our dedicated team members consistently stri… Show more
Reviewed: 12 June 2025 · Stayed in April 2025
Verified reviewReviewed: 14 May 2025 · Stayed in May 2025
Verified reviewThis was our second stay here and this time we were disappointed quite a bit. Price increased significantly compared to our last visit but quality & accommodations were significantly down. The entire kids water slide area was closed our entire stay and the front desk staff told me it was open when I inquired / was clueless to it being completely taped off with caution tape. This was the entire reason we came back here because our daughter loved them so much last year. We were able to walk to the next resort for a kids area but this was not easy with a non-walking infant in tow and when your 3 year old had been talking about THOSE slides for 3+ months. In terms of other accommodations while we were there: the water went out for several hours while we were trying to get ready for dinner, we had issues with the AC unit, maintenance randomly came to our room at one point requesting to check our TV, and then when we went to our nice seafood dinner they were “out” of lobster. Mind you, we were the FIRST time slot for dinner that evening. Just a lot of things that made for a not great experience—not sure we’ll give them another chance compared to other resorts.
Dear Madam, Thank you for taking the time to share your detailed feedback about your recent stay with us. We are truly sorry that several aspects of your stay did not meet your expectations. Our team strives to maintain the highest standards of service, which is why your experience with the water facilities and various amenities concerns us greatly. Please know that our maintenance team conducts regular inspections to ensure all facilities operate smoothly, and our front desk staff undergoes continuous training to provide accurate information and assistance. Rest assured that your feedback has been shared with our management team, as we continuously work to enhance our guest experience. Our staff is always available on-site to promptly address any discomfort and ensure immediate resolution of such situations. We sincerely hope you will give us another opportunity to demonstrate our true standard of service in the future. Best regards, The Management
Dear Madam, Thank you for taking the time to share your detailed feedback about your recent stay with us. We are truly sorry that several aspects of your stay did not meet your expectations. Our team strives to maintain the highest standar… Show more
Reviewed: 6 May 2025 · Stayed in April 2025
Verified reviewThe location was great. Love the convenience of the all inclusive. Great to be able to eat/drink any time. The grounds were beautiful and clean.
Some of the rooms spelled a bit moldy. If you didn't get up early you didn't get a chair. You had to make reservations for the restaurants way in advance.
Dear Sir, Thank you for sharing your experience with us. We understand your concerns regarding the scent in some rooms and the challenge of securing a chair without early arrival. Furthermore, the necessity for advance reservations at our restaurants may have been inconvenient, and we empathize with these aspects of your stay. We are delighted that you appreciated the all-inclusive convenience, our meticulously maintained grounds, and the overall cleanliness of our resort. These elements are indeed fundamental to the Barceló Maya Palace experience, and we are glad they enhanced your stay. Nonetheless, it is great that you loved the location of our resort, situated on one of the Caribbean's most beautiful beaches. The Riviera Maya is a spectacular setting, and we are situated to offer our guests the best views and access to the pristine sands and clear waters. We hope we will have the opportunity to see you again in the future. Best regards, The Management
Dear Sir, Thank you for sharing your experience with us. We understand your concerns regarding the scent in some rooms and the challenge of securing a chair without early arrival. Furthermore, the necessity for advance reservations at … Show more
Reviewed: 19 April 2025 · Stayed in April 2025
Verified reviewReviewed: 18 April 2025 · Stayed in April 2025
Verified reviewgreat food (buffet) and hotel facilities. beach is clean and beautiful. pool area is great for kids. the hotel barcelo maya palace is one of many hotels on the area. there is so much to do, also sports activities such as mini golf, bowling, tennis, go kart (14 years plus!) only annoying thing: we had to reserve our sun beds at 5.20am (!) to make sure we have a place in the shade for the babies…
Dear Madam, Thank you for the time taken to share your experience of staying with us. We are thrilled to hear that your stay was so enjoyable and that our offerings left a positive impression. We understand the challenge of securing sunbeds in the shade, especially for the comfort of your little ones. We apologize for any inconvenience this may have caused during your visit. Our goal is to ensure a relaxing environment for all our guests and we appreciate your feedback as it helps us re-evaluate our current sunbed allocation process. We are delighted that you appreciated our extensive dining options and the pristine condition of our beach. Our team works diligently to provide a variety of high-quality meals and maintain the beauty of our natural surroundings for everyone to enjoy. Finally, it is great to know that the pool area was a hit with the kids and that you took advantage of the sports activities available, such as mini-golf and tennis. We strive to offer a family-friendly environment with ample recreational options to create unforgettable memories for our guests. The entire team really hope we can welcome you back on a future occasion. Kindest regards, The Management
Dear Madam, Thank you for the time taken to share your experience of staying with us. We are thrilled to hear that your stay was so enjoyable and that our offerings left a positive impression. We understand the challenge of securing … Show more
Reviewed: 28 February 2025 · Stayed in February 2025
Verified reviewThe resort is huge --- very long walk between room and restaurants.
Dear Sir, Thank you for sharing your experience with us. We understand that the expansive nature of our resort can sometimes lead to longer walks than expected between the rooms and our restaurants. Our aim is to provide a vast array of options and experiences across the Barceló Maya Grand Resort complex, and we apologize if this aspect did not enhance your stay as we hoped it would. We hope you were able to appreciate the direct beach access we offer, with beautiful views and the opportunity to relax by the Caribbean Sea. We hope we will have the opportunity to see you again in the future. Best regards, The Management
Dear Sir, Thank you for sharing your experience with us. We understand that the expansive nature of our resort can sometimes lead to longer walks than expected between the rooms and our restaurants. Our aim is to provide a vast array o… Show more
Reviewed: 29 January 2025 · Stayed in January 2025
Verified reviewNice setting and overall aesthetic was nice. Drinks were good.
Check-in process was cumbersome and disorganized. I was charged twice ( once in pesos and once in dollars), had to write a note requesting a refund and staff could not tell me when it would occur I will now incur finance charges on twice the amount of my stay which I think is not right. Our room smelled horribly musty and was damp the entire stay. Air conditioner leaked and all of our bedding was damp. Coffee maker was broken and it took 3 attempts to get a replacement. Overall the quality of food was poor. Had a good meal at the French restaurant. Ala carte reservations are really hard to get, unless you want to eat at 900 pm. Lack of beach chairs was a problem. Signs posted everywhere about not reserving chairs but by 700all of them were taken. Not enough activities and entertainment options and they were hard to locate.
Dear Madam, Thank you for the time taken to share your experience of staying with us. We are glad to hear that you appreciated our convenient location and the surrounding environment. However, we are concerned about the issues you faced during your stay. We apologize for any unpleasant smell you encountered and for the air conditioning not functioning properly. Our hotel is committed to providing a comfortable stay for our guests, and we have taken note of your feedback to address these issues and ensure they do not occur in the future. The entire team really hope we can welcome you back on a future occasion. Kindest regards, The Management
Dear Madam, Thank you for the time taken to share your experience of staying with us. We are glad to hear that you appreciated our convenient location and the surrounding environment. However, we are concerned about the issues you f… Show more
Reviewed: 10 December 2024 · Stayed in December 2024
Verified reviewthe grounds are laid out perfectly, the pools are magnificent, the beach was awesome, the food was excellent and the staff was very helpful. the ability to visit other resorts on the campus was a great added touch. We would definitely return to this resort.
whatever you do, do NOT use the hotel transportation company. their pricing is almost predatory it is so high compared to all other options. In addition, the van that we were made to use had a huge crack along the entire windshield, the drivers seat was busted, the passenger seats were ripped and faded and the van rattled like a baby's toy. When complaining about the service, the transportation manager was very aloof and laughed at my comments about the extremely high price and he told me that they were competitive. I did my own shopping for our ride back to the airport and found several excellent options between a third and a half of the hotels price.
Dear Sir, Thank you for sharing your experience with us. We are thrilled to hear that your time with us was filled with so many positive experiences. We regret to hear about your dissatisfaction with the transportation services provided by our external partner. Understanding the importance of a smooth and comfortable transportation experience, your remarks have been noted for further review. Nonetheless, we apologize for the condition of the vehicle and the interaction with our transportation manager, as it does not reflect the high standards we strive to uphold for our guests. Rest assured, we will address these concerns to ensure that they do not reoccur. It brings us great pleasure to know that you enjoyed the meticulously landscaped grounds, the splendor of our pools, and the delectable dining options we offer. Our all-inclusive experience is designed to cater to every indulgence and it is wonderful to learn that we succeeded in providing you with an exceptional stay. Finally, we are delighted that you took advantage of the opportunity to explore the various resorts within our complex, enhancing your vacation experience. The beauty of our beach and the dedication of our staff are pillars of the Barceló Maya Palace experience, and we are glad these aspects contributed positively to your visit. We hope we will have the opportunity to see you again in the future. Best regards, The Management
Dear Sir, Thank you for sharing your experience with us. We are thrilled to hear that your time with us was filled with so many positive experiences. We regret to hear about your dissatisfaction with the transportation services prov… Show more
Reviewed: 26 August 2024 · Stayed in July 2024
Verified reviewThe hotel was amazing. We travelled with kids and their faces on arriving in the reception were worth the cost.
The beach and facilities were really good.
Dear Guest, Thank you for this great review. It brings us immense joy that your stay at Barceló Maya Palace was a memorable one. We are genuinely sorry if the beach did not completely meet your expectations and for any inconvenience you may have experienced with our staff. We appreciate your feedback as it helps us to understand where we can improve. We are delighted that the comfort of our facilities, the cleanliness of our hotel, and the overall value we provide contributed positively to your stay. It is our aim to ensure every guest enjoys a comfortable and enjoyable experience. Nonetheless, it is wonderful to hear that your family, especially the children, had an excellent experience upon arrival at reception. Our picturesque location, nestled on the beautiful shores of the Caribbean, is something we are very proud of and we are glad it added to the enjoyment of your vacation. We look forward to welcoming you back soon. Kind regards, The Management
Dear Guest, Thank you for this great review. It brings us immense joy that your stay at Barceló Maya Palace was a memorable one. We are genuinely sorry if the beach did not completely meet your expectations and for any inconvenience… Show more
Reviewed: 15 August 2024 · Stayed in August 2024
Verified reviewReviewed: 2 August 2024 · Stayed in August 2024
Verified reviewReviewed: 23 July 2024 · Stayed in July 2024
Verified reviewLocation
Should enforce the rule that small children shouldn’t be playing by the pool bar. It was out of control on of the days. About 4 kids where going around the bar stool, not sure where parents were but it was sooooo annoying. Please do not promote feeding the turtles!!!!
Dear Madam, Thank you for the time taken to share your experience of staying with us. We are truly sorry to hear that certain aspects of your stay did not fully meet your expectations. We understand the importance of a serene environment and appreciate your input regarding the liveliness around the pool bar area. We take such feedback seriously and will consider ways to ensure all guests can enjoy their time comfortably. Additionally, we are committed to the care and preservation of local wildlife, and we regret any instance where our conservation efforts may not have been clear. We will reinforce our policies and educational efforts to prevent feeding of the turtles, upholding our responsibility towards environmental stewardship. We are delighted, however, that you enjoyed the prime location of our resort, along with our top-notch facilities, the comfort of our accommodations, and the cleanliness maintained throughout the property. Our staff strives to provide exceptional service, and we are pleased that this was evident during your visit. Furthermore, it is great that the overall offerings at Barceló Maya Palace - All Inclusive contributed to a memorable experience for you. The Management
Dear Madam, Thank you for the time taken to share your experience of staying with us. We are truly sorry to hear that certain aspects of your stay did not fully meet your expectations. We understand the importance of a serene environmen… Show more
Reviewed: 20 June 2024 · Stayed in June 2024
Verified reviewReviewed: 30 May 2024 · Stayed in May 2024
Verified reviewReviewed: 14 May 2024 · Stayed in May 2024
Verified reviewEverything catered for - no need to leave the complex
Nothing at all
Dear Sir, Thank you very much for this kind review. It is a pleasure to know that we were able to meet your expectations and that our location was so suited to your needs. We are so pleased that you enjoyed a comfortable stay with us and appreciate your kind comments about our team members and high standards. We look forward to a return visit from you in the future. Best wishes, The Management
Dear Sir, Thank you very much for this kind review. It is a pleasure to know that we were able to meet your expectations and that our location was so suited to your needs. We are so pleased that you enjoyed a comfortable stay with us a… Show more
Reviewed: 4 April 2024 · Stayed in April 2024
Verified reviewReviewed: 27 February 2024 · Stayed in February 2024
Verified reviewThe customer service in the Restaurants. The Food and Facilities are O.K.
The customer service at the front desk. Very poor skills of EVERYONE. Awful guidance on what's going on and what to do next. And where to find what. Very rude when asking for support. Awful really and no one knows their job. For that price....a lot to ask for And in the room the Sink was not working properly so it was like filling a bowl full with water every time I washed my hands
Dear Maria, Thank you for your contact, we are sorry that you left with this negative view of our property that not allowed you to fully enjoy your Vacation. I can let you know that all guest comments whether negative or positive are very important to us, as they show us the areas that we need to improve. We will be happy to receive you again one day with a guarantee that we can exceed your expectations. Warm regards The Management.
Dear Maria, Thank you for your contact, we are sorry that you left with this negative view of our property that not allowed you to fully enjoy your Vacation. I can let you know that all guest comments whether negative or positive are very… Show more
Reviewed: 27 December 2023 · Stayed in December 2023
Verified reviewReviewed: 12 December 2023 · Stayed in December 2023
Verified reviewThe scenery , amenities , beach , pool, food
Some workers , closing the pool too early , limited late night food out of the room , being told NO too times
Dear Guest, Thank you for choosing Barceló Maya Palace as your vacation resort and the time you have taken to share your impressions about your stay. I can let you know that all guest comments whether negative or positive are very important to us, as they show us the areas that we need to improve. We will be pleased to serve you again in the future. Best regards, The Management
Dear Guest, Thank you for choosing Barceló Maya Palace as your vacation resort and the time you have taken to share your impressions about your stay. I can let you know that all guest comments whether negative or positive are very importa… Show more
Reviewed: 7 December 2023 · Stayed in December 2023
Verified reviewThe installations are excelent , the staff at the buffette , pool zone are very friendly , always with a smile .The room was perfert always the room staff leave it perfect .
The staff of the luggage at the lobby when you ask information they are not helpfull . the day that we had waiting for the transportation reserved with the hotel they said you have to waoit or going to the service office . The transportation was late and no one said anything . You have to inform the guest about the delay specially when you have a flight to catch
Dear Ana Cristina, Thank you for choosing Barceló Maya Palace as your vacation resort and the time you have taken to share your impressions about your stay. I can let you know that all guest comments whether negative or positive are very important to us, as they show us the areas that we need to improve. We will be pleased to serve you again in the future. Best regards, The Management
Dear Ana Cristina, Thank you for choosing Barceló Maya Palace as your vacation resort and the time you have taken to share your impressions about your stay. I can let you know that all guest comments whether negative or positive are very … Show more